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When customers need help, their first instinct is to search online. Vendors should make sure their online company and product information is easy to find and that it’s optimised for search, so that the most relevant results appear first. Ideally, that information will be located on the vendor’s website, prompting visitors to go there.

Most vendor websites offer the option to chat online.  Often, though, users are chatting not with a human service rep but with a software program, called a chatbot. Simple chatbots use a set of programmed instructions and word matching to recognize questions and respond with answers. More advanced chatbots use Artificial Intelligence to understand the meaning of a sentence, and to learn from question-and-answer sessions. In theory, a chatbot can manage an unlimited number of simultaneous conversations, provide answers faster than a human could, and deal more patiently with difficult customers.

Cloud computing is a key contributor to digital transformation. There are many cloud-based applications for IT service delivery tasks such as Customer Relationship Management, Help Desk, Remote Network Management, and others. Service delivery often requires some sort of collaboration between a support engineer and the customer. A cloud environment provides a convenient solution for sharing documents, exchanging log-files, storing historical data, and other collaborative tasks.

Despite its potential, use of AR in the service industry remains limited. For instance, through AR-enabled glasses, a remote expert can see the same thing that a field engineer is seeing onsite. The remote expert can provide the field engineer with instructions that are projected onto the field engineer’s glasses. Another possibility is to use the camera on a smartphone or tablet to scan an image, barcode or QR-code. The AR software will recognize this image and overlay information on the display, augmenting the real-live image with information from a database.

This technology is still being developed, but much progress has been made in the past few years. Depending on the application, VR may require significant amounts of computing power and bandwidth, making it unsuitable for use over longer distances. It can, however, help an engineer practice certain tasks without having the actual products. In this way, an entire data centre can be virtualized, making operations much more efficient.